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Returns & Refund Policy


Unused, unopened merchandise in original packaging and pristine condition purchased from Em & Friends can be returned for a refund within 30 days of the customer’s receipt of order. Shipping costs will not be refunded. Em & Friends products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.

Please follow the instructions below for ALL returns:

  1. Contact customer service at or call 800-656-5662 to obtain a Return Authorization Number (RA#). Please write this number on the box or on the address label. Packages received without an RA# will be refused and returned to sender.
  2. Packages must be shipped via insured U.S. mail or the traceable parcel carrier of your choice (such as FedEx or UPS). CODs will not be accepted.
  3. Em & Friends is not responsible for any packages lost by the carrier. Em & Friends will refund ground shipping costs for those items that were shipped in error or received damaged and/or defective.
  4. Send the package to: Em & Friends / Return Authorization No. ___ / 6695 Green Valley Circle #5167 / Culver City, CA 90230
  5. Keep a record of your shipment until you have received a refund.

For additional information on our return policies, please contact customer service at or call 800-656-5662.

Damaged and/or Defective Products

Items that are received damaged can be returned for refund within 5 days of customer’s receipt of order. Em & Friends may provide return shipping label for items received in error or damaged and/or defective. Damaged packaging should be kept for inspection by the carrier. Please see above Policy for notification and shipping instructions.

Shipping Errors

Please notify us of any shipping errors within 5 days of customer’s receipt of order. Customers with valid shipping error claims will either be eligible to have replacement(s) re-shipped OR a refund. Please note that there may be circumstances in which we cannot replace items, in which case a refund will be issued.


Any product purchased on is guaranteed to be free from defects for a period of 90 days from receipt of your order. If you think your product is defective within the 90-day period, please contact customer service at or call 800-656-5662 to arrange for a refund. See above for instructions.

If you did not purchase the item on our website, please contact the retail store where you made your purchase.

Seconds and Sale items

Only regular priced, first quality items may be refunded. Sale items and seconds are final sale only.